About Me

Results driven operations professional with 8+ years of experience leading customer support (CS) and customer experience (CX), support operations, and trust & safety teams in high performance environments. Proven ability to drive team success through coaching, performance management, and continuous process improvement while consistently delivering against KPIs, SLAs, and quality standards.

Currently a Subject Matter Expert at TDCX (Meta – WhatsApp, Central Integrity), where I play a key leadership role in guiding team performance, conducting training sessions, and supporting day-to-day operations. I act as a bridge between agents, QA, and management, ensuring alignment on policies, operational goals, and quality expectations. I regularly handle escalations, provide real-time floor support, and lead root cause analysis to resolve complex issues and improve overall team efficiency.

A key part of my role involves conducting regular calibration sessions with clients to identify operational challenges, align on policy interpretation, and propose effective solutions. I also lead training initiatives for new knowledge rollouts and regulatory updates, ensuring teams remain compliant, informed, and consistently aligned with evolving standards.

I have extensive experience mentoring and developing team members, helping new hires ramp up quickly and enabling existing agents to improve performance through structured coaching, feedback, and knowledge sharing sessions. My approach focuses on building accountability, strengthening problem solving skills, and creating a positive, high performing team culture.

With a strong background in customer support, including my experience handling the Traveloka project at ATI Business Group, I bring hands-on expertise in managing live chat, email, inbound, and outbound operations at scale. I understand the full customer journey and use data-driven insights to optimize workflows, enhance service quality, and improve customer satisfaction.

In addition to operational leadership, I bring strong analytical and technical capabilities. I leverage tools such as Salesforce, SQL, Power BI, and Tableau to monitor performance, identify gaps, and support strategic decision making. My experience in AI model training and data analysis further strengthens my ability to work in data driven environments and contribute to continuous improvement initiatives.

I am recognized for my ability to lead under pressure, communicate effectively across teams, and drive measurable results. I thrive in dynamic environments where I can develop people, improve processes, and contribute to business growth through strong operational leadership.